Supported Features

Data integration

The following systems are integrated in this release:

• Webex Contact Center
• Webex Calling

note

Licenses for the integrated systems are required to load data from there as well as the corresponding service subscriptions for CCBI.

Data Models

The following data categories (measure groups) are included in this release:

Webex Contact Center

• Inbound / Inbound (current) for Real Time
• Inbound Contacts
• Inbound Buckets
• Inbound SLT Scenarios
• Outbound
• Outdial
• Agent State Activity / Agent Queue States (current) and Agent States (current) for Real Time
• Callbacks
• Auto CSAT

Webex Calling

• Call Summary (Incoming)
• User Calls (Inbound & Outdial)
• Auto Attendant Calls
• Hunt Group Calls

Reporting Features

• Multiple time zone support
• Dynamic row level security (RLS) for "my own", by "department" or "user profile"
• Custom dimensions for up to 10 global variables
• Service level reporting for 10+ threshold scenarios and 3 different calculations
• Answered and abandoned distribution for 10+ wait time buckets
• Idle code reporting
• Wrapup code reporting
• Call detail reports by customer
• Last year comparison
• Agent comparison
• Transfer Destination reporting
• Outdial and Outbound reporting
• Callback reporting
• Intraday Reporting for Supervisor and Agents
• Task Real Time reporting (10 sec. refresh)
• Agents State Real Time reporting (10 sec. refresh)
• Agent State Real Time by queue reporting (10 sec. refresh)
• Hunt Group Analytics
• Auto Attendant Analytics
• PhoneNumber categorization and localization (mapping table) for Calling
• Data and service monitoring reporting

Reports

There are 50+ reports bundled and available for Managers, Supervisors, Users (Agents) and Data analysts in this release.

Refer to the section "Reports" to see the list of all available reports.

note

Mobile layouts for Power BI mobile app available for most of the reports

Anonymous reporting

Anonymous reporting can be implemented to avoid the possibilities to evaluate the behaviour or performance of individual employees.

The following approaches still allow the reporting users to modify their reports but without the possibility to access and see data on employee level.

Data masking

Replacing the employee specific fields with the same place holder "XXXX" in the database is one option to remove all employee specific data in all datasets and reports. The disadvantage of this approach is that all useful information like the configuration data of the queue assignment and the agent states in real time are also masked for all users without any exception.

Anonymous datasets and reports

CCBI is also available with datasets and reports where the employee information is removed for managers, supervisors and users but where the Data analysts still have all data available for 3 months.

This includes the hiding of the tables USER, TRANSFER USER, vFACT_AGENTACTIVITIES, vFACT_TASKDETAILS and vFACT_TASKLEGDETAILS in the semantic model.

In addition to this, employee fields are masked in the user dimensions of the dataset to apply the anonymization also for existing reports that were copied containing the agent fields.

In the anonymous reports, agent slicers were removed and agents were removed from all team / agent visuals so that only the reporting on team level remains. The following reports were removed for manager and supervisor: Top Agent View, Bottom Agent View, Agent Comparison KPI, Agent Comparison Chart, Agent Not Responding, Queue Assignments